Customer Support Supervisor, Account Liaison

Role Summary

Customer Support Supervisor, Account Liaison at Caris Life Sciences. Oversees a team of account liaisons, ensures daily and monthly service targets are met, and provides guidance on policies, procedures, workflows, and training needs. Maintains customer service standards and supports daily operations of the group.

Responsibilities

• Supervises a team of up to twelve account liaisons or specialist roles.
• Oversees day-to-day activities of the team, including management of test requisitions, customer calls, specimen ordering, and discrepancy management.
• Meets all deliverables and goals set by senior leadership, including KPIs.
• Prioritizes work to address the needs of clients, patients, field staff, and laboratory.
• Hires and onboards team members with required system and hardware access for training.
• Works with department trainer for new and refresher training.
• Investigates and resolves escalated and complex customer issues, identifying satisfaction drivers and dissatisfaction areas.
• Provides regular feedback and conducts monthly one-on-ones with account liaisons, identifying areas for improvement and recognition.
• Manages performance using a balanced approach; captures feedback in Workday.
• Collaborates with senior management and HR regarding performance and behavior issues.
• Ensures adequate support coverage by managing adherence to work schedules and utilizing management reports/tools.
• Mentors and coaches the team; addresses developmental opportunities and disciplinary issues; implements corrective actions and development plans.
• Conducts reviews and determines additional training or coaching needed from audit results; provides recommendations and implements improvements.
• Supports new technologies to drive efficiency and stronger results.
• Conducts regular team meetings; participates in department/management meetings; updates the team on new processes.
• Collaborates cross-functionally to solve problems.
• Maintains confidentiality and provides strong, consistent leadership; translates vision into measurable goals.
• Serves as a role model and maintains a professional, positive work environment.
• Accepts other duties as assigned.

Qualifications

• Required: High School diploma or equivalent.
• Required: Minimum one year with Caris; three to five years in a supervisory/client services role.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook) and general Internet/intranet use.
• Drive for results, ensuring quality processes and continual improvement.
• Strong verbal and written communication skills.
• Teamwork orientation and customer service focus.
• Effective leadership and team-building skills; understanding of customer support roles and engagement.

Preferred Qualifications

• Bachelor’s degree preferred.
• 1–3 years of experience in a physician office, hospital, or patient healthcare setting strongly preferred.
• Proficiency in healthcare and medical terminology; knowledge of HIPAA and patient data privacy.

Physical Demands

• Ability to sit and/or stand for long periods.
• Ability to perform repetitive motions.
• Ability to lift up to 30 pounds.

Other

• Schedule flexibility to accommodate business needs; periodic travel; some evenings, weekends, and/or holidays.
• New hire training and some in-person continuing education; essential function assignments may change.